Using Tags for Organization

Tags help you categorize tickets for better organization, reporting, and automation. Create tags that match how your team thinks about support issues.

What Are Tags?

Tags are labels you apply to tickets to categorize them. A ticket can have multiple tags, making it easy to track issues across different dimensions.

Examples of useful tags:

By topic: Billing, Technical, Account, Feature Request
By product: Mobile App, Web App, API
By urgency: Escalation, VIP, SLA Risk
By outcome: Bug Confirmed, Documentation Needed, Won't Fix

Creating Tags

Add a New Tag

Go to Settings > Tags
Click Create Tag
Enter a name for the tag
Choose a color (helps with visual identification)
Optionally, set up auto-routing (routes tagged tickets to a team)
Click Save

Tag Naming Tips

Keep names short and clear
Use consistent capitalization
Group related tags with prefixes (e.g., "Product: Mobile", "Product: Web")
Avoid overly specific tags that won't be reused

Applying Tags to Tickets

When Creating a Ticket

Fill in ticket details
Click the Tags field
Select one or more tags
Create the ticket

On an Existing Ticket

Open the ticket
Click the tags area in the header (or click + Add Tag)
Select tags from the dropdown
Tags are saved automatically

Removing Tags

Open the ticket
Click the X on any tag to remove it

Viewing Tickets by Tag

Filter by Tag

Go to Tickets
Click the Tags filter
Select one or more tags
View only matching tickets

Combine Filters

Combine tags with other filters for precise views:

Open tickets tagged "Billing"
High priority tickets tagged "VIP"
Pending tickets tagged "Bug"

Tag Strategies

Functional Tags

Organize by what the ticket is about:

Tag	Purpose
Billing	Payment and subscription issues
Technical	Product bugs and technical problems
Account	Login, settings, profile questions
Feature Request	Customer suggestions for new features
How-To	Questions about using the product

Product Tags

If you have multiple products or features:

Tag	Purpose
Mobile App	Issues with your mobile application
Web App	Issues with your web interface
API	Developer-related questions
Integrations	Third-party integration issues

Process Tags

Track where tickets are in special workflows:

Tag	Purpose
Escalation	Needs manager attention
Bug Confirmed	Verified bug sent to engineering
Refund Requested	Customer asked for money back
Churned	Customer cancelled

Customer Tags

Segment by customer type:

Tag	Purpose
VIP	High-value customers needing priority
Enterprise	Enterprise plan customers
Trial	Users still in trial period
New Customer	Recently signed up

Tags and Automation

Auto-Routing

Tags can automatically route tickets to the right team:

Edit a tag in Settings > Tags
Set the Route to Team option
Select which team should receive tickets with this tag

When a ticket gets this tag, it's automatically assigned to that team.

Configure auto-routing in Settings > Tags by selecting which team each tag should route to.

AI Suggested Tags

When a customer escalates from AI chat, the AI can suggest appropriate tags based on the conversation. This helps categorize tickets automatically as they're created.

Reporting with Tags

Tags make your reports more useful:

See ticket volume by category
Track which issues are most common
Identify trends in specific areas
Measure team performance by specialization

Best Practices

Keep Tags Manageable

Do: Have 10-20 well-defined tags
Don't: Create hundreds of rarely-used tags

Be Consistent

Train your team on when to use each tag
Review tags periodically for consistency
Archive tags that aren't being used

Tag Generously

A ticket can have multiple tags. Don't limit yourself to one—tag everything relevant:

A billing question from a VIP customer about the mobile app could have tags: Billing, VIP, Mobile App

Review and Refine

Periodically review your tags:

Which tags are rarely used? (Consider removing)
Are there common tickets without good tag options? (Consider adding)
Is the team using tags consistently?